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Using Web Services and ACORD XML to Produce Multi-Channel Customer

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Using Web Services and ACORD XML to Produce Multi-Channel Customer Powered By Docstoc
					Using Web Services and ACORD XML to
   Produce Multi-Channel Customer
          Communications
          Unitrin Organization Structure
• Property & Casualty Insurance
      •   Unitrin Kemper (Auto, Home, Dwelling Fire)
      •   Unitrin Specialty (Commercial Auto, Personal Lines Auto)
      •   Unitrin Direct (Auto, Home)
      •   Unitrin Services Group


• Life & Health Insurance
      • Career Agency
          – United Insurance
          – Union National
          – Reliable Life
      • Reserve National


• Financial Services
      • Fireside Bank
    Business Imperatives: Anticipating the
               Future…part 1
•   Expense pressures will continue to build on IS groups

•   Legacy technologies will gradually impair a company’s ability to
    compete on a broad scale

•   Time to market will become increasingly important to the business, lines
    between business and IS will shift.
“Change is
inevitable…
except from a
vending machine.”
          - Murphy
         Services Architecture: Why?

• Services are more easily accessed, orchestrated
  and deployed than systems
• Services are more easily changed or replaced than
  systems
• Defined orchestration layers centralizes logic for
  service workflow and allows better control of
  required variations
• A services architecture offers greater control over
  data and information
• Vendors are beginning to think about their applications
  as self contained applications or services
The Winchester House
           Winchester House Systems Design
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                                                                                                                                                                                                                                           DB2 Rebuild
Feng Shui
Feng Shui Systems Design
                 Unitrin Challenges

• Expense pressures
• Duplication of maintenance for similar systems
   – 3 Policy Forms systems
   – 3 Claims Forms systems
   – 3 Billing Forms systems
• Different Forms software platforms required different
  skills
• Multiple software licenses
• Limited/No Reusability
• Heavy IT involvement in Forms changes
• Slow turnaround on Forms changes
           Project Goals & Objectives

• Re-architect systems into groups of services using a SOA
  approach

• Leverage the flexibility of ACORD XML and extend as
  needed

• Decouple Forms processing from source system

• Centralize Forms processing
           Project Goals & Objectives

• Simplify overall Forms maintenance and management
   – Put Forms maintenance in the hands of the business


• Increase Speed to Market on Forms changes

• Shift from batch mentality to real time processing

• Enabling a platform that supports multi-channel delivery
   – Electronic delivery of insurance documents
   – Commoditize print processing
             Key Software Selection Criteria

•   Ability to execute
•   Ability to work with ACORD XML
•   Cost
•   Ease of use
    – Heavy participation from both the business and technical teams
• Architectural considerations
    –   Ability to effectively interact in a SOA environment
    –   Java infrastructure
    –   Platform flexibility
    –   Database flexibility
• Shared Vision
         Technology Partners Selected

• Exceed J (CSC)
   – Policy Administration
   – Billing
   – Rating


• ClaimCenter (Guidewire)
   – Claims


• ThunderheadNOW (Thunderhead)
   – Forms


• Sonic (Progress)
   – Enterprise Service Bus
                                                       Forms Architecture
PLIS                                 DF Web                          Exceed Policy                   UniForms             GWCC         Exceed Billing
                                                                                                     Correspondence
Kemper         Kemper                    Kemper                          Specialty                                            Kemper      Specialty
                                                                                                      Correspond
 AUTO          HOME                      DFIRE                             PPA                                                 AUTO         PPA
                                                                                                        NOW




                                 ACORD                                                                     Form                Claim        Billing
                                  XML                                                                    Instance              XML          XML
                                (Policy Events)                                                            XML

             Sonic ESB

              Policy Event Routing Service (PERS)
                                Enrich
             Event                                         Routing
                                 With
            Received                                        Rules
                              Form Data



              Forms Service
              Query
                              PERS Form                    Process      Generate
            Applicable
                              Enrichment                    Event       Document
                                                                                                              Print Bundling Service       Content Mgmt Service
             Forms




  UniForms Master                                 Thomas                                                     Print Bundling               Content Mgmt Service
  (Form Attributes / Rules)                       (Forms Engine)




  UniForms Tracking                                                               NOW                                                     IBM         Content Manager
  (Packet Details / Audit)

                                                                                                                                            IBM        FileNet

                                                                                            Local
                                                                       PDF         Post
                                                  E-Mail       Fax                          Print?
                                                                      (Archive)    Script
                      Expected Benefits

•   Time to market
     – Ability to implement forms changes in 1/3 the time

•   Rationalizing number of Forms templates

•   Expense reduction in support costs (labor)

•   Opportunity costs of freeing up IT resources
                     Expected Benefits

•   Software cost reductions
     – Leverage economies of scale from implementing multiple companies
       on single software package
     – RRD savings
         • Negotiating leverage
         • Print/finish/mail economies of scale
         • Less expensive RRD costs from providing all print in a common
           format

•   Improved internal customer experience

•   Real time Forms processing
                 Best Practices/Advice
• Proof of Concept prior to signing contract

• Ensure business process changes are worked out in advance
  of the project

• Dedicated business involvement

• Treat project like the replacement of a significant system

• Put product in the hands of the business
   – Ensure business team is equipped with appropriate skills
   – Ensure business ownership during implementation of project
   – Establish expectations in terms of ongoing production support
                       Key Dates

• Claims Forms implementation for all 3 P&C companies
   – Construction complete: February 2010
   – Production deployment: July 2010
• Unitrin Specialty Forms Project (Personal Lines Auto)
   – Construction complete: November 2010
   – Production deployment: March 2011
• Unitrin Specialty Billing Forms Project
   – Construction complete: August 2010
   – Production deployment: March 2011
• Kemper Dwelling Fire
   – Construction complete: August 2010
   – Production deployment: October 2010
“I don't skate where
the puck is, I always
skate where the
puck is going to be”
         - Wayne Gretzky
    Business Imperatives: Anticipating the
               Future…again
•   Expense pressures will continue to build on IS groups
•   Legacy technologies will gradually impair a company’s ability to
    compete on a broad scale
•   Time to market will become increasingly important to the business, lines
    between business and IS will shift.
•   The number, types and needs of third parties requiring access to
    company services will continue to expand
•   Disciplined Business Process Management will become a point of
    competitive differentiation or important to expense control
•   Renewed business consolidation and creation of information
    management eco-structures will place a premium on real time, canonical
    data
•   The number of services available through the Cloud will expand
•   Cloud infrastructure technologies will offer significant cost and
    performance advantages for those companies positioned to leverage
    them
               Customer Driven Technology
                                     O
                                            VIN        Vehicle
Comparative
                                     R
  Raters         Agency              C
                 Systems             H
                                     E    Driver       Forms
                                     S
     Service                         T
     Centers
                                     R    Monolithic
                     iPhones              Document
                                     A           Payment
                                     T      Policy
                                         Management


 Agent                               I
Websites      3rd Party              O
                                           System
              Partners                   Location     Disbursement
                                     N

                          Compare    B
 Automotive               Websites   P
                                           Party      Producer
  Systems                            M

                Consumer             L
                Websites             A
                                     Y
                                     E
                                     R
                        BPM Dimensions              BPM tools are evolving

                                                    Context aware
                                                    computing: service
                                                    differentiation
                        U       C      B        P
                        n       l      i        o     Service collectives
                        d       a      l        l
GUI 1 GUI 2 GUI 3       e       i      l        i   Service   Service   Service
                        r       m      i        c
                                                    • Op      • Op      • Op
Event   Event   Event   w       s      n        y   • Op      • Op      • Op
                        r              g
                        i
Event   Event   Event   t                           Service   Service   Service
                        i                           • Op      • Op      • Op
                        n                           • Op      • Op      • Op
Customers               g



                            Cost optimization
    Information Management and Data


        Performance based management
                                           Timely Data

                                           Consistent Data
 Data and • Event driven, message          Standard Data
Information based communications

                                           Central Data

Pattern based strategies                   Acquired Data

                       Information integration
Questions?

				
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